14 DAY TRIAL // Getting in touch with Microsoft and receiving assistance when a product that you’ve just purchased isn’t working as expected shouldn’t be that hard, and that’s exactly what the Redmond-based software giant thinks too.
If you visit the official Microsoft Support page, the company guarantees that its experts are there to help no matter the problem you’re experiencing with your software, service, or device, but when you actually connect to a company engineer, you might feel like you’re talking to a wall.
This is what happened to this guy, who contacted Microsoft asking for help after he re-installed Windows 10 and the operating system then failed to activate. He ended up being accused of trying to trick Microsoft and warned that this could get him banned.
The comments we’ve received since we published that article speak for themselves, and all suggest that contacting Microsoft support isn’t at all a good idea.
Searching for more information on how exactly users see Microsoft’s support services, we’ve come across hundreds of complaints posted on the company’s very own Community forums, one of the places where users who have difficulties working on their Windows devices go to get assistance.
Microsoft Community forums
In some cases, experts or Microsoft engineers who actually post on these forums provide little to no information about the errors you’ve encountered, and most often, you are provided with general recommendations that are absolutely a waste of time.
That’s how the frustration level is increasing among users, the company is once again criticized by its very own customers, and in the end, no one’s happy.
Here are two very relevant posts of users who contacted Microsoft Support and ended up disappointed:
“The problem with tech support is the experience of the first liners. They don't know how to listen. It took me 6 technicians before they finally set me up the a Level 2 Tech. I hope that one can get me out of trouble. So far, I have invested over 60 hours of wasted time and, I still don't have a computer that works right. I did before. My computer was beautiful and, trouble free. Not anymore after this terrible Windows 10 upgrade,” poster CharlesBlakemore, who’s also an insider, wrote.
“I've been on hold off and on all day with them. More than 6 hours. I'll be on hold for about an hour and a half and it will just disconnect for no reason. When I finally did get to talk to some people no one knew what to do and it was just a catastrophe. No one knew how to fix it. Now they set me up with a level two technician to call me between 24 and 48 hours. I really don't know what to do I just got this computer like 2 months ago and it was working just fine before this,” user DejaBee added.
There’s no doubt that this is one of the areas where Microsoft needs to focus more, especially because it wants to get closer to users and work as a team.
We’ve contacted Microsoft to ask for comments on this story and will update when an answer is offered.